Call Center Specialist

Job Description

Job Description

Call Center Specialist 

Coan Eye Care
Employment Type: Full-Time

Position Summary

Coan Eye Care is seeking an exceptional, patient-focused Call Center Specialist who will serve as the primary point of contact for our patients. This individual will be responsible for delivering a world-class customer experience over the phone while assisting with appointment scheduling, patient inquiries, insurance verification coordination, and patient communication.

This position is designed as a leadership development role. The ideal candidate will initially function as a high-performing Call Center Specialist and, as the practice grows, transition into the role of Call Center Team Lead , helping develop policies, train team members, monitor performance metrics, and oversee daily call center operations.

We are looking for someone who is organized, coachable, detail-oriented, and passionate about creating outstanding patient experiences.

Primary Responsibilities

Patient Communication

• Answer inbound phone calls professionally and courteously.
• Respond to patient questions regarding appointments, services, insurance, office policies, and general eye care needs.
• Demonstrate empathy, professionalism, and active listening during every patient interaction.
• Ensure every patient has a positive experience that reflects Coan Eye Care's commitment to exceptional service.

Appointment Scheduling

• Schedule, reschedule, and confirm patient appointments accurately.
• Determine appropriate appointment types based on patient needs.
• Assist patients with scheduling comprehensive eye exams, medical visits, contact lens evaluations, specialty lens consultations, dry eye evaluations, and myopia management appointments.
• Help optimize provider schedules while minimizing gaps and improving patient access.

Insurance & Registration Support

• Gather and verify patient demographic information.
• Collect preliminary insurance information and assist with insurance verification processes.
• Educate patients regarding routine versus medical visits when appropriate.
• Ensure patient records are complete and accurate.

Administrative Support

• Document patient interactions accurately within practice management systems.
• Follow all HIPAA and privacy regulations.
• Participate in call tracking and reporting activities.
• Escalate patient concerns appropriately when necessary.
• Maintain a thorough understanding of Coan Eye Care services, providers, and office locations.

Future Team Lead Responsibilities

As the call center expands, this team member will transition into a leadership role and be responsible for:

Team Development

• Assist in recruiting and onboarding new call center staff.
• Develop and maintain call center training materials, scripts, and workflows.
• Train and mentor new call center team members.
• Conduct ongoing coaching and performance development sessions.

Quality Assurance

• Monitor call quality and patient service standards.
• Review recorded calls and provide constructive feedback.
• Maintain consistency in scheduling accuracy and patient communication.

Operational Leadership

• Serve as the primary resource for scheduling and call center questions.
• Identify workflow improvements and efficiency opportunities.
• Assist management with establishing call center KPIs and reporting metrics.
• Lead daily team huddles and communication initiatives.

Performance Management

• Monitor key performance indicators including:
  • Call answer rate
  • Missed call percentage
  • Scheduling conversion rate
  • Patient satisfaction
  • Appointment utilization
  • Accuracy of scheduling and documentation

Qualifications

Required

• Minimum 2 years of customer service experience.
• Strong verbal and written communication skills.
• Exceptional telephone etiquette.
• Excellent organizational and multitasking abilities.
• Ability to remain calm and professional in fast-paced situations.
• Proficiency with Microsoft Office and computer systems.

Preferred

• Previous medical office, healthcare, optometry, ophthalmology, or dental experience.
• Experience using EMR or practice management software.
• Experience training or mentoring team members.
• Leadership or supervisory experience.
• Knowledge of vision and medical insurance verification processes.

Core Competencies

Successful candidates will demonstrate:

• Patient-first mindset
• Positive attitude
• Professional communication
• Attention to detail
• Problem-solving ability
• Accountability
• Leadership potential
• Coachability
• Dependability
• Strong teamwork skills

Success in This Role

Within the first 12-24 months, the successful candidate will:

• Become an expert in Coan Eye Care scheduling protocols.
• Consistently deliver exceptional patient experiences.
• Help standardize call center workflows.
• Assist in creating training systems and quality standards.
• Become the primary trainer for future call center team members.
• Develop into the operational leader of the Coan Eye Care Call Center.

About Coan Eye Care

At Coan Eye Care, our mission is to preserve and enhance a lifetime of visual health while delivering an exceptional patient experience. We are committed to providing compassionate care, innovative treatment options, and unmatched customer service through every patient interaction. The Call Center Team is often the first impression of our practice, making this role critical to our continued growth and success.